Unprofessional staff

We are recruitment agency and have utilised MIE for background verifications checks for quite some time now and we have had hiccups with them every now and then. However recently their service delivery has gone downhill. We have had issues receiving our candidate reports timeously, we had to follow up with them countless times to get the reports. We received complaints from our candidates stating that the MIE staff was either rude or were not helpful to them. One candidate complained about a fingerprint zone that was not safe at all said it looked like a warehouse. We have raised this with the call centre agent but they refused to let us escalate the matter to the relevant departments. It has been a nightmare working with MIE this year. We have decided to part ways with them, Their service is unacceptable and we are not receiving value for our money.